What:

Identify every person or "level" in your organization a customer must interact with in order to complete several common tasks, i.e. attend a class, sign up for PT, drop a child off at the playroom.

Why:

Are there too many players involved with the customer? If yes, explore how to simplify the customer experience by consolidating contacts. Are customers interacting with people who are not equipped to hep them? If yes, how can you better equip them? How can you route customers for a more streamlined experience?